Director, Student Financial Services

SUMMARY: This position reports to the Vice President of Enrollment Management and Marketing, and works closely with the university senior leaders to most effectively allocate Queens’ financial aid resources.

This role requires significant student-centric and financial aid strategy experience in college or university financial aid and enrollment management, an eye toward process improvement, and a record that demonstrates exemplary leadership and administrative effectiveness while facilitating superior service to the entire university community.  Demonstrated knowledge of the major elements of and current best practices in successful student financial aid (merit, athletic, and need-based) leadership is essential, as is the ability to embrace and maximize technology, understand student market trends and issues, and apply extensive knowledge of current federal regulations and policies and prior responsibility of the A-133 annual audit process.

This position is exempt from the provisions of the Fair Labor Standards Act (FLSA) and is not eligible to earn overtime pay or compensatory time off for additional hours worked. This position is not eligible for visa sponsorship.

Essential Duties and Responsibilities include:

This full-time position is responsible for the overall leadership and supervision of Queens’ Student Financial Services (SFS) department.

• Directs staff in implementing, awarding, and monitoring federal, state and university financial aid programs.
• Provides leadership, guidance, and training to staff on student service excellence
• Responsible for strategic administration and coordination of all institutional aid
• Analyzes and reports on financial aid trends, sharing regularly with the VPEMM and senior leaders
• Tracks and reports on financial services trends in higher education
• Develops short- and long-term strategic goals for financial aid that align with university strategies
• Ensures students and parents receive accurate, helpful, and timely information regarding financial plans / eligibility, and ensures all students (new, re-entry, and continuing) are aware of their financial obligations to the university as well as financial resources available to them
• Researches and develops additional financial aid resources
• Ensures audit compliance for all programs
• Reviews new federal and/or state aid programs and establishes and maintains the infrastructure required to deliver these programs to eligible students
• Ensures all aid is paid in a timely basis and in compliance with regulating agencies.
• Reconciles federal and state scholarships and loans with outside agencies and the finance office
• Ensures ongoing maintenance and coordination of computerized financial aid management systems
• Collaborates with all enrollment services offices to establish office procedures and records to ensure compliance with state and federal regulations
• Maintains a high level of professionalism and quality of service to students
• Prepares required federal, state, and institutional reports and department budget
• Administers federal and state programs within established regulations and guidelines
• Represents the university with external constituencies such as federal and state government agencies, professional organizations, and high schools
• Oversees current student accounts and billing

Non-Essential Duties

• Other duties and special projects may be assigned to meet department and university needs.

Experience, Knowledge & Skills Required

• Five years or more experience in higher education enrollment management, financial aid services, or related field with at least three (3) years progressively responsible experience in a leadership/supervisory capacity.
• Demonstrated experience in technology including database management, Microsoft Office, reporting software (PowerFAIDS preferred)
• Demonstrated experience in promoting collaborative decision-making processes and working with diverse populations
• Proven ability to convey complex technical information and policy issues in a concise, easily understood manner to a wide range of constituencies
• In depth, current knowledge of principles, practices, methodology, and procedures for the provision of student financial aid and the ability to apply that knowledge to ensure goals are met
• Excellent presentation, written and verbal communication skills
• Strong interpersonal skills with the ability to quickly build and maintain rapport with students, parents, faculty, and staff
• Superior organizational and problem resolution skills, including exceptional project management skills and a reputation for delivering results on time and within budget
• Strong computer software (MS Office) skills as well as expertise with student financial aid software programs such as PowerFAIDS.
• Strong customer service and/or student advocacy skills as demonstrated by a positive attitude of approachability and adaptability
• Ability to create an inclusive environment in which all people are valued and supported
• Proven ability to supervise and train staff including organizing, prioritizing, and scheduling work assignments as well as development and implementation of strategic and operating goals and employee development plans.  Strong team building skills required
• Proven ability to interact effectively as a member of a team and work collaboratively with other departments
• Proven ability to listen to customers (e.g., students, staff, etc.) and to understand and respond positively to their requests
• Strong negotiation skills and a track record of reaching win/win resolutions to challenging situations
• Bachelor’s degree required, Master’s degree preferred or equivalent combination of education and experience

Application Process
Does this sound like a good fit? Click on the green “I’m interested” button and submit:

1. A cover letter addressing the position qualifications and experience
2. Current résumé
3. Salary requirements
4. Contact information for three professional references.

Applications received by October 4, 2024, will receive first consideration. Queens will continue to accept applications until the position is filled.

About Queens University of Charlotte

Located in the heart of the nation’s second-fastest-growing metropolitan area, Queens University of Charlotte leverages the city’s diverse and thriving environment as an extended classroom. Nationally recognized for undergraduate programs in international and interdisciplinary education, Queens blends the best of liberal arts learning with professional preparation and community engagement. Focused on supporting success for diverse learners, faculty build close and collaborative relationships with students and help them build intentional and individualized roadmaps for flourishing at Queens and beyond. At the graduate program level, the University offers innovative educational experiences that help learners advance professionally and retool for new opportunities. Our environs afford faculty myriad opportunities to advance their own professional growth and teaching and research interests by collaborating with vibrant industry, non-profit, and community organization sectors.

Because of our history of innovation and our legacy of strong leadership, Queens is positioned to be among the new forerunners of American higher education. This is a defining moment for Queens. While other institutions are focused on sustaining and surviving, we are thinking much bigger.

Institutions that understand what is needed and are willing to reimagine what is possible can position themselves to thrive and strengthen their market position after the pandemic with innovative approaches that are deeply connected to the world and its greatest challenges.

By 2030, Queens aspires to become the leading, private, national university of Charlotte with deep, meaningful, and reciprocal connections to the needs of our local community and economy; inventive and multidisciplinary academic programs that are connected to the world’s most pressing challenges and biggest areas of opportunity; a fully connected, integrated, and innovative set of experiences that support holistic wellness and wellbeing; a culture of continuous improvement and investment that enables faculty and staff to flourish and achieve their full potential; and a comprehensive approach to diversity, equity, and inclusion that begins on campus and radiates throughout the community.

Benefits

Queens offers comprehensive benefits to eligible employees, including: medical, dental and vision insurance, domestic partner benefits, a 403b retirement plan, with two options (pre-tax or post-tax (Roth) contributions) with a generous match, vacation and generous paid holidays, tuition remission and tuition exchange, Queens-paid life insurance, supplemental life insurance, dependent life insurance, accidental death and dismemberment insurance, disability insurance, flexible spending accounts (medical, dependent care, Health Savings Account), sick leave and long-term disability leave, paid parental leave, FMLA leave when eligible, reduced cost meals at Morrison Dining Hall, employee assistance program (EAP), free access to the Levine Center, wellness programs. In addition, employees may choose benefits such as pet insurance, critical care insurance and legal assistance.

Queens University of Charlotte is an equal opportunity employer and is firmly committed to supporting and celebrating all forms of diversity. Queens does not discriminate on the basis of race, color, gender, sex (including pregnancy, childbirth and conditions related to pregnancy or childbirth), sexual orientation, gender identity or expression, religion, age, national origin, disability, political beliefs, veteran status, genetic information or any characteristic protected by law in the administration of its educational and admissions policies, scholarship and loan programs, athletic programs, employment and hiring policies, or other University-administered programs.

Any individual with a disability who needs any reasonable accommodation under the Americans with Disabilities Act to apply for a position or otherwise to participate in Queens’ job search/selection process should contact the Assistant Vice President of Human Resources at 704.337.2222.

Physical Requirements (with or without reasonable accommodation) require ability to

• Remain in a stationary position, most of the time.
• Exchange accurate information with co-workers and clients, frequently.
• Read reports, create presentations, use a computer system, most of the time 
• Communicate with co‐workers, clients and vendors, most of the time. 
• Write, type, and use the computer, telephone, copier, and other office equipment systems, most of the time. 
• Move about inside the workspace to access resources and office equipment, and attend meetings across campus, regularly. 
• Exert moderate force to move objects, occasionally. 
• Think critically, concentrate on the task at hand, and respond quickly to changes in conditions, most of the time.

Work Conditions 

• Work in an office environment, involving contact with students, faculty, staff, parents, and service providers.
• Work has deadlines, multiple interruptions, high volume and may be stressful at times.
• Occasional requirement to perform work in the evening and/or on weekends to achieve objectives of the position.

Nothing in this job description restricts the university’s right to assign or reassign duties and responsibilities to this job at any time; this description reflects the university’s assignment of essential functions, it does not proscribe or restrict the tasks that may be assigned; this job description is subject to change at any time.